Senior Consultant - Customer Experience Transformation (CXT)

Job description

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. We’re looking for a Customer Experience (CX) Senior Consultant to support the delivery of contact centre and CX transformation programmes across a range of clients and industries. This role is ideal for someone with experience in contact centre operations, CX improvement, or digital transformation, who is looking to broaden their consulting capability and work on high-impact programmes. You’ll work as part of a wider team to help organisations improve customer and agent experiences, streamline operations, and adopt modern CX technologies. What you will be doing: - Operational & Technology Discovery - Support discovery phases to understand client contact centre operations, processes, and technology - Analyse “As-Is” environments to identify inefficiencies, pain points, and improvement opportunities - Conduct stakeholder interviews and capture operational insights - Translate findings into clear outputs such as process maps, summaries, and recommendations...